WO2013185655A1 - 移动座席呼叫的分配方法和装置 - Google Patents
移动座席呼叫的分配方法和装置 Download PDFInfo
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- WO2013185655A1 WO2013185655A1 PCT/CN2013/078174 CN2013078174W WO2013185655A1 WO 2013185655 A1 WO2013185655 A1 WO 2013185655A1 CN 2013078174 W CN2013078174 W CN 2013078174W WO 2013185655 A1 WO2013185655 A1 WO 2013185655A1
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- WIPO (PCT)
- Prior art keywords
- agent
- service
- mobile terminal
- notification message
- call
- Prior art date
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
- H04M2203/402—Agent or workforce management
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
- H04M2203/6018—Subscriber or terminal logon/logoff
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/65—Aspects of automatic or semi-automatic exchanges related to applications where calls are combined with other types of communication
- H04M2203/651—Text message transmission triggered by call
Definitions
- the present invention relates to the field of mobile agent calls, and in particular to a method and apparatus for assigning mobile agent calls.
- An agent is an important device in a call center (or customer service center) and is an interactive interface for agents when they serve users.
- the mobile intelligent terminal fully supports voice, video, data and other services, providing a network and terminal basis for the migration of the agent system to the mobile intelligent terminal; with the development of the social network, the concept of the call center integrating into the social network, everyone can become a service representative and provide personalized services, which raises the objective needs of the society for the development of mobile agents.
- the implementation of the mobile agent includes two methods: 1) a mobile agent based on the client application and 2) a mobile agent based on the WEB.
- the first way is to install the client program on the mobile terminal; the second way is based on the WEB implementation, running the mobile agent program through the mobile terminal browser.
- the present invention provides a method and apparatus for mobile agent call distribution, so as to at least solve the problem that the related art is difficult to seat due to the fact that some agents are not always in the state of accessing the call center system.
- the present invention provides the following technical solutions:
- a method for allocating a mobile agent call includes:
- the step of selecting an agent from the non-online agent as the agent providing the agent service includes:
- An agent is selected from the non-online agents as an agent providing the agent service based on the agent skill and the terminal context information.
- the step of sending a notification message to the mobile terminal corresponding to the selected agent includes: determining a service number of the mobile terminal according to the agent ID corresponding to the agent, where the agent ID and the service number are - the corresponding relationship;
- a notification message is sent to the mobile terminal by the service number.
- the agent ID and the monthly service number are bound in a process in which the call center system registers the agent.
- the step of sending a notification message to the mobile terminal corresponding to the selected agent includes: determining a login mode of the agent;
- a notification message corresponding to the login mode is sent to the mobile terminal.
- the login manner includes: a WEB mode and/or a client application mode.
- the notification message carries an agent URL, and is used to notify the agent to enable the agent to access the call center system by using the address indicated by the agent URL.
- the notification message is used to notify the agent to access the call center system by starting an agent application.
- the step of sending a notification message to the mobile terminal corresponding to the selected agent includes: sending, by the CTI in the call center system, a notification message to the mobile terminal corresponding to the agent.
- a device for allocating a mobile agent call comprising: a receiving unit, a selecting unit, and a sending unit, wherein: the receiving unit is configured to: receive a message for requesting acquisition of an agent service;
- the selecting unit is configured to: after determining that there is no idle online agent having the calling skill, select one agent from the non-online agent representatives as an agent providing the agent service; the sending unit is configured to: The mobile terminal corresponding to the selected agent sends a notification message, where the notification message is used to notify the agent to access the call center system through the mobile terminal to provide the agent service.
- the selecting unit is further configured to:
- An agent is selected from the non-online agents based on the agent skill and/or terminal context information as an agent providing the agent service.
- the sending unit includes a determining module and a sending module, where:
- the determining module is configured to: determine a service number of the mobile terminal according to the agent ID corresponding to the agent, where the agent ID and the service number are corresponding relationships;
- the sending module is configured to: send a notification message to the mobile terminal by using the service number.
- FIG. 1 is a preferred flow diagram of a method for allocating a mobile agent call according to an embodiment of the present invention
- FIG. 2 is another preferred flowchart of a method for allocating a mobile agent call according to an embodiment of the present invention
- FIG. 3 is a block diagram showing a preferred structure of a device for assigning a mobile agent call according to an embodiment of the present invention
- FIG. 4 is a block diagram showing another preferred configuration of a device for allocating a mobile agent call according to an embodiment of the present invention
- FIG. 5 is a block diagram showing still another preferred structure of a device for allocating a mobile agent call according to an embodiment of the present invention
- FIG. 6 is a system architecture diagram of a call center system including a mobile agent system according to an example of the present invention
- FIG. 7 is still another preferred flow chart of a method for allocating a mobile agent call according to an embodiment of the present invention. Preferred embodiment of the invention
- This embodiment provides a preferred method for allocating a mobile agent call. As shown in FIG. 1, the method includes the following steps:
- Step S102 Receive a message for requesting acquisition of an agent service.
- Step S104 Select an agent from the non-online agent as the agent that provides the agent service.
- Step S106 Send a notification message to the mobile terminal corresponding to the selected agent, where the notification message is used to notify the agent to access the call center system through the mobile terminal.
- agent services After receiving the message of the agent service, determining, in response to the message, determining a non-online agent that provides the agent service for the message, and sending a notification message to the mobile terminal corresponding to the non-online agent to notify the agent to connect
- the call center system provides agent services.
- the technical problem that the mobile agent that is not real-time online is difficult to process the agent service request in real time is solved by the foregoing method, and the technical effect of improving the timely processing of the agent service request and the flexibility of the agent allocation is improved.
- the non-online agent representative is selected, that is, the online agent representative is preferred. That is, you can select an agent from the non-online agent as the agent who provides the agent service after determining that there is no free online agent (or agent representative). That is, the agent in step S106 is the selected non-online agent.
- an agent may be selected from the non-online agents as an agent providing the agent service based on the agent skill and/or the terminal context information.
- sending a notification message to the mobile terminal corresponding to the agent representative includes the following steps: Step S202: Select an appropriate agent;
- Step S204 Determine, according to the agent ID of the selected agent, the service number of the mobile terminal corresponding to the agent, where the agent ID and the service number have a one-to-one correspondence;
- Step S206 Send a notification message to the mobile terminal by using the service number.
- the binding of the service number and the agent ID may be bound when the agent representative registers.
- the agent ID and the service number are tied in the process of registering the agent representative in the call center system. Fixed.
- the agent representative can access the call center system in the form of a WEB or a client.
- Different agents also referred to as an agent login mode
- Sending the notification message to the mobile terminal corresponding to the agent representative includes: determining a login mode of the agent; and transmitting a notification message corresponding to the login mode to the mobile terminal.
- the above login methods include: WEB mode and/or client application mode.
- the notification messages sent for different agent methods are also different, as follows:
- the notification message carries the agent URL, which is used to notify the agent to start the agent access to the call center system through the address indicated by the agent URL.
- the notification message is used to notify the agent to access the call center system by launching the agent application.
- the sending process is faulty, and the system is not able to access the system to provide the service. Therefore, in order to avoid the problem that the user cannot obtain the agent service due to the foregoing reasons, in a preferred embodiment, after the step S106, the method further includes:
- S1 determining whether the agent has accessed the call center system through the mobile terminal within a predetermined time
- the selection of the agent and the transmission of the notification message may be CTIs in the call center system.
- the CTI sends a notification message to the mobile terminal corresponding to the agent.
- a device for allocating a mobile agent call is also provided.
- the device is used to implement the foregoing embodiments and preferred embodiments, and details are not described herein.
- the term "unit” or “module” may implement a combination of software and/or hardware for a predetermined function.
- the apparatus described in the following embodiments is preferably implemented in software, hardware, or a combination of software and hardware, is also possible and conceivable.
- FIG. 3 is a block diagram showing an optional structure of a device for allocating a mobile agent call according to an embodiment of the present invention. As shown in FIG. 3, the present invention includes: a receiving unit 302 and a transmitting unit 304, which will be described below.
- the receiving unit 302 is configured to: receive a message for requesting acquisition of an agent service
- the sending unit 304 is coupled to the receiving unit 302, and configured to: send a notification message to the mobile terminal corresponding to the agent, where the notification message is used to notify the agent to access the call center system through the mobile terminal to provide the agent service.
- the foregoing apparatus may further include: 402.
- the selecting unit 402 is coupled to the receiving unit 302 and the sending unit 304, and is configured to: after receiving the message for requesting the acquisition of the agent service, select an agent from the online and non-online agents as the agent providing the agent service.
- the selecting unit 402 is further configured to: select an agent from the non-online agent as the agent providing the agent service according to the agent skill and/or the terminal context information.
- the foregoing sending unit 304 includes a determining module 502 and a sending module 504, where:
- the determining module 502 is configured to: determine a service number of the mobile terminal according to the agent ID corresponding to the agent, where the agent ID and the service number are-corresponding relationships;
- the sending module 504 is coupled to the determining module 502 and configured to: send a notification message to the mobile terminal by using the service number.
- FIG. 6 is a block diagram of a call center system including a mobile agent system in accordance with an example of the present invention.
- the call center system includes: a call session control function (CSCF) entity, an application server (AS, Application Server), a computer telephony integration (CTI) server, a communication gateway, a media server, and a web server. And a mobile terminal.
- CSCF call session control function
- AS application server
- CTI computer telephony integration
- S-CSCF Service Call Session Control Function
- P-CSCF Proxy CSCF
- I-CSCF Query CSCF
- S-CSCF Serving CSCF
- AS is the core control point of the call center system, is set to: Receive calls from the S-CSCF. Its main functions include: call access, session management, call control, resource control, and automatic procedures. Control, etc., generally also has an automatic interactive voice response (IVR) function.
- IVR interactive voice response
- the CTI server responsible for agent management and queue routing of calls.
- the CTI server receives the call from the application server (AS) automatic service to the manual service, selects an idle agent, and assigns the call to the agent. If there is no idle agent, the call is placed in the queue to wait for the agent to be assigned.
- AS application server
- the CTI assigns a call it finds the agent according to the call category, prefers the online agent, and selects the non-online agent when there is no online agent.
- the communication gateway is responsible for the interaction of messages between the call center system and the mobile agent and the notification system.
- the communication gateway establishes a TCP connection with the mobile agent of the mobile terminal, the CTI server, and the application server (AS), respectively, to complete the interaction between the mobile agent and the CTI server and the application server (AS).
- the communication gateway also implements protocol conversion of the message interaction process and conversion between the source address and the destination address.
- the Media Server provides specific media resource services such as multi-party conferencing, recording, announcements, and voice recognition.
- the MS accepts the control of the AS to perform operations such as allocation, processing, and playback of media resources.
- the media server can utilize the media resources of the core network or the media resources of the call center.
- the mobile terminal runs a mobile agent, including a web-based agent and a client-based application agent, for performing various call related operations, and providing a user interface for the agent, for example, answering a call or initiating an outbound call.
- a mobile agent including a web-based agent and a client-based application agent, for performing various call related operations, and providing a user interface for the agent, for example, answering a call or initiating an outbound call.
- the notification system may be a short message system, or an AOI (Always On Infrastructure), responsible for receiving notification messages of CTIs in real time and forwarding them to the mobile terminal.
- the notification system establishes a connection with the CTI and the mobile terminal respectively, and can provide different interface modes based on the short message center or the AOI.
- the mobile terminal will run the AOI client to receive the message sent by the AOI server in real time, and the AOI client determines whether to start the agent application.
- the embodiment further provides a method for selectively implementing a mobile agent.
- the mobile agent service personnel perform registration, which mainly includes the following steps: Step SI: The mobile agent service personnel logs in to the call center portal to perform mobile agent registration.
- the registered information mainly includes: service number (for example, mobile phone number, etc.), skills (for example, legal consultation, food consultation, etc.), name, ID card (including passport and other unique documents), etc., agent mode (Web agent) , the client application, optionally, the default is the Web agent), the login password, where the service number, skill, ID card, agent mode, and login password are required.
- Step S2 After registration, the call center system assigns the agent ID and generates a secondary confirmation code, and the call center system transmits the secondary confirmation URL address and the secondary confirmation code to the mobile terminal through the notification message, and the mobile terminal opens the secondary confirmation URL address. And enter the secondary confirmation code so that the call center system completes the binding of the agent ID and the service number.
- step S2 if the mobile agent is based on the agent mode of the client application, the call center system assigns the agent ID after registration, and the call center system transmits the agent ID to the mobile terminal through the notification message, and the mobile terminal receives the notification.
- the service representative starts the mobile agent application and enters the password.
- the mobile agent application sends the password entered by the service representative and the obtained mobile terminal service number to the CTI.
- the CTI matches according to the preset service number and password, if all If the match is made, the call center system completes the binding of the agent ID and the monthly service number.
- FIG. 7 is a flow chart of a method of implementing mobile agent call distribution in accordance with an embodiment of the present invention. As shown in FIG. 7, the method for implementing mobile agent call distribution mainly includes the following steps:
- Step S702 The user initiates a call (for example: voice, video or data) to request a manual service.
- a call for example: voice, video or data
- Step S704 The AS initiates a call queuing request to the CTI, where the call request carries information such as a call ID and a service type.
- Step S706 After receiving the queuing request message, the CTI matches the agent type according to the service type carried by the call, selects an appropriate agent group, and preferentially selects the registered online idle agent. If there is no online agent, the non-registered non-online is selected.
- the agent selects a suitable non-online agent according to the context information of the agent, wherein the context information includes mobile terminal status information, such as: idle, busy, shutdown, and out of service status.
- Step S708 After determining the selected mobile agent, the CTI sends a notification message to the selected mobile agent.
- the waiting time may be set.
- the mobile agent is set in CTI If the login is not completed within the waiting time, CTI will continue to select the next suitable agent.
- step S708 if the agent type corresponding to the agent representative is based on the WEB mode, the CTI sends the mobile agent URL to the mobile terminal by using a notification message, and sets the waiting time.
- the CTI sends a notification message to the mobile terminal and sets the waiting time.
- Step S710 After receiving the notification message, the mobile terminal accesses the call center system to provide the agent service. Specifically, after the mobile agent program is started, the connection is established with the communication gateway, and the communication gateway completes the initialization with the CTI and the AS. The CTI obtains the agent ID and the call ID according to the service number query agent queue and the call queue, and returns the agent ID and the call ID to the agent.
- step S710 if it is based on the WEB mode, the service representative opens the agent URL, starts the mobile agent program, and the agent obtains the service number of the mobile terminal at the mobile terminal, completes the agent's login, answers the user's call, and obtains the call ID, according to Call ID gets user information.
- the mobile terminal receives the notification message, the service representative starts the mobile agent application, obtains the service number of the mobile terminal, completes the agent login, answers the user call, and obtains the call ID, and obtains the call ID according to the call ID.
- the service representative starts the mobile agent application, obtains the service number of the mobile terminal, completes the agent login, answers the user call, and obtains the call ID, and obtains the call ID according to the call ID.
- the above optional implementation achieves the following technical effects: Solving the problem of mobile agent call distribution, enabling the mobile agent representative to provide a request-as-a-service mode, saving the agent's representative. Time, which is easier to use and promote, helps the system to select expert agents or expand the scope of service representatives to serve users, effectively improving system user satisfaction.
- a storage medium is provided, where the storage medium is stored
- the software includes, but is not limited to: an optical disk, a floppy disk, a hard disk, a rewritable memory, and the like. From the above description, it can be seen that the present invention achieves the following technical effects:
- the system After receiving the message of the agent service, determining, in response to the message, determining a non-online agent representative that provides the agent service for the message, and sending a notification message to the mobile terminal corresponding to the non-online agent representative to notify the agent representative to access the call center
- the system provides agent services.
- modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device, such that they may be stored in the storage device by the computing device and, in some cases, may be different from the order herein.
- the steps shown or described are performed, or they are separately fabricated into individual integrated circuit modules, or a plurality of modules or steps are fabricated as a single integrated circuit module.
- the invention is not limited to any particular combination of hardware and software.
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Abstract
一种移动座席呼叫的分配方法和装置,该方法包括:接收用于请求获取座席服务的消息;确定不存在空闲的具有服务所述呼叫技能的在线座席后,从非在线座席中选择一个座席作为提供所述座席服务的座席;向选择的座席所对应的移动终端发送通知消息,其中,所述通知消息用于通知所述座席通过所述移动终端接入呼叫中心***以提供所述座席服务。采用上述技术方案后,可以至少解决相关技术中由于有些座席不是一直处于接入呼叫中心***的状态而造成的难以对座席服务请求进行实时处理的技术问题。
Description
移动座席呼叫的分配方法和装置
技术领域
本发明涉及移动座席呼叫领域, 具体而言, 涉及一种移动座席呼叫的分 配方法和装置。
背景技术
座席是呼叫中心 (或客户服务中心)里的一个重要设备, 是业务代表在 为用户服务时的交互操作界面。
随着移动网络(3G、 4G等)带宽的增大以及移动智能终端(智能手机、
PAD等)能力的增强, 移动智能终端全面支持语音、 视频、 数据等业务, 为 座席***移植到移动智能终端提供了网络和终端基础;随着社交网络的发展, 呼叫中心融入社交网络的理念, 人人都可以成为服务代表, 提供个性化的服 务, 这为移动座席的发展提出了社会的客观需求。
相关技术中, 移动座席的实现包括两种方式: 1 )基于客户端应用程序的 移动座席以及 2 )基于 WEB的移动座席。 其中, 第一种方式是在移动终端上 安装客户端程序; 第二种方式是基于 WEB 实现, 通过移动终端浏览器运行 移动座席程序。
无论是是上述哪种方式实现移动座席, 作为非专业的服务人员, 都不可 能时时登录到呼叫中心***, 而是希望提供 on demand服务。 因此, 需要一 种新的呼叫分配方式来满足这种 on demand的服务方式, 既要满足用户问题 的及时解决, 提升呼叫中心首次呼叫解决率 (FCR ) , 又要满足移动座席服 务人员这种有需求即处理的工作方式。
针对上述的问题, 目前尚未提出有效的解决方案。
发明内容
本发明提供了一种移动座席呼叫分配的方法和装置, 以至少解决相关技 术中由于有些座席不是一直处于接入呼叫中心***的状态而造成的难以对座
席服务请求进行实时处理的技术问题。
针对上述问题, 本发明提供了如下技术方案:
一种移动座席呼叫的分配方法, 包括:
接收用于请求获取座席服务的消息;
确定不存在空闲的具有服务所述呼叫技能的在线座席后, 从非在线座席 中选择一个座席作为提供所述座席服务的座席;
向选择的座席所对应的移动终端发送通知消息, 其中, 所述通知消息用 于通知所述座席通过所述移动终端接入呼叫中心***以提供所述座席服务。
可选地, 从非在线座席中选择一个座席作为提供所述座席服务的座席的 步骤包括:
根据座席技能和终端上下文信息从所述非在线座席中选择一个座席作为 提供所述座席服务的座席。
可选地, 向选择的座席所对应的移动终端发送通知消息的步骤包括: 根据所述座席对应的座席 ID确定所述移动终端的服务号码, 其中, 所 述座席 ID与所述服务号码是——对应的关系;
通过所述服务号码向所述移动终端发送通知消息。
可选地, 所述座席 ID 与所述月良务号码是在所述呼叫中心***对所述座 席进行注册的过程中绑定的。
可选地 ,所述向选择的座席所对应的移动终端发送通知消息的步骤包括: 确定所述座席的登录方式;
向所述移动终端发送对应于该登录方式的通知消息。
可选地, 所述登录方式包括: WEB方式和 /或客户端应用程序方式。 可选地, 当所述登录方式为 WEB方式时, 所述通知消息中携带有座席 URL,用于通知所述座席通过该座席 URL所指示的地址启动座席接入所述呼 叫中心***。
可选地, 当所述登录方式为客户端应用程序方式时, 所述通知消息用于 通知所述座席通过启动座席应用程序接入所述呼叫中心***。
可选地, 向选择的座席所对应的移动终端发送通知消息的步骤包括: 所述呼叫中心***中的 CTI向座席所对应的移动终端发送通知消息。
一种移动座席呼叫的分配装置, 包括接收单元、 选择单元及发送单元, 其中: 所述接收单元设置成: 接收用于请求获取座席服务的消息;
所述选择单元设置成: 在确定不存在空闲的具有服务所述呼叫技能的在 线座席后,从非在线座席代表中选择一个座席作为提供所述座席服务的座席; 所述发送单元设置成: 向选择的座席所对应的移动终端发送通知消息, 其中, 所述通知消息用于通知所述座席通过所述移动终端接入呼叫中心*** 以提供所述座席服务。
可选地, 所述选择单元还设置成:
根据座席技能和 /或终端上下文信息从所述非在线座席中选择一个座席 作为提供所述座席服务的座席。
可选地, 所述发送单元包括确定模块和发送模块, 其中:
所述确定模块设置成: 根据所述座席对应的座席 ID确定所述移动终端 的服务号码, 其中, 所述座席 ID与所述服务号码是——对应的关系;
所述发送模块设置成:通过所述服务号码向所述移动终端发送通知消息。
在上述技术方案中, 在接收到座席服务的消息之后, 响应于该消息确定 为该消息提供座席服务的非在线的座席代表, 并向该非在线座席代表对应的 移动终端发送通知消息以通知该座席代表接入呼叫中心***提供座席服务。 通过上述方式解决了相关技术中对于不是实时在线的移动座席难以对座席服 务请求进行实时处理的技术问题, 达到了提高对座席服务请求的及时处理, 以及座席分配的灵活性的技术效果。
附图概述
此处所说明的附图用来提供对本发明的进一步理解, 构成本申请的一部 分, 本发明的示意性实施例及其说明用于解释本发明, 并不构成对本发明的 不当限定。 在附图中:
图 1 是根据本发明实施例的移动座席呼叫的分配方法的一种优选流程 图;
图 2是根据本发明实施例的移动座席呼叫的分配方法的另一种优选流程 图;
图 3是根据本发明实施例的移动座席呼叫的分配装置的一种优选结构框 图;
图 4是根据本发明实施例的移动座席呼叫的分配装置的另一种优选结构 框图;
图 5是根据本发明实施例的移动座席呼叫的分配装置的又一种优选结构 框图;
图 6是根据本发明实例的包括移动座席***的呼叫中心***的***架构 图;
图 7是根据本发明实施例的移动座席呼叫的分配方法的又一种优选流程 图。 本发明的较佳实施方式
下文中将参考附图并结合实施例来详细说明本发明。 需要说明的是, 在 不冲突的情况下, 本申请中的实施例及实施例中的特征可以相互组合。
本实施例提供了一种优选的移动座席呼叫的分配方法, 如图 1所示, 包 括以下步骤:
步骤 S102: 接收用于请求获取座席服务的消息;
步骤 S104: 从非在线座席中选择一个座席作为提供座席服务的座席; 步骤 S106: 向选择的座席所对应的移动终端发送通知消息, 其中, 通知 消息用于通知座席通过移动终端接入呼叫中心***以提供座席服务。
在本实施方式中, 在接收到座席服务的消息之后, 响应于该消息确定为 该消息提供座席服务的非在线的座席, 并向该非在线座席对应的移动终端发 送通知消息以通知该座席接入呼叫中心***提供座席服务。 通过上述方式解 决了相关技术中对于不是实时在线的移动座席难以对座席服务请求进行实时 处理的技术问题, 达到了提高对座席服务请求的及时处理, 以及座席分配的 灵活性的技术效果, 进而提高了移动座席的可用性及普及性。
考虑到在实际应用中一般是在没有空闲的在线坐席代表时, 才会选择非 在线的座席代表, 即, 优先选择在线的座席代表。 即可以按照上在确定不存 在空闲的在线座席 (也可以是座席代表)后, 从非在线座席中选择一个座席 作为提供座席服务的座席。 即, 对于步骤 S106 中的座席是选择的非在线座 席。 优选地, 可以根据座席技能和 /或终端上下文信息从非在线座席中选择一 个座席作为提供座席服务的座席。
为了可以识别出选择的座席代表, 并可以顺利地发送通知消息, 可以对 座席代表的座席 ID 和该座席代表对应的移动终端的服务号码(可以是手机 号)进行绑定, 以便及时将通知消息发送到座席代表。 在一个优选实施方式 中,如图 2所示,向座席代表所对应的移动终端发送通知消息包括以下步骤: 步骤 S202: 选择合适的座席;
步骤 S204: 根据选择的座席的座席 ID确定该座席对应的移动终端的服 务号码, 其中, 座席 ID与服务号码是一一对应的关系;
步骤 S206: 通过服务号码向移动终端发送通知消息。
对于上述的服务号码与坐席 ID 的绑定可以是在座席代表进行注册的时 候绑定的, 在一个优选实施方式中, 座席 ID 与服务号码是在呼叫中心*** 对座席代表进行注册的过程中绑定的。
座席代表可以通过 WEB的形式或者是客户端的形式接入呼叫中心***, 对于不同的座席方式(也可以称作座席的登录方式)需要釆用不同的策略, 具体的, 在一个优选实施方式中, 向座席代表所对应的移动终端发送通知消 息包括: 确定坐席的登录方式; 向移动终端发送对应于该登录方式的通知消 息。 上述登录方式包括: WEB方式和 /或客户端应用程序方式。
针对不同的座席方式所发送的通知消息也是不同的, 具体如下:
1 )当登录方式为 WEB方式时, 通知消息中携带有座席 URL, 用于通知 座席通过该座席 URL所指示的地址启动座席接入呼叫中心***。
2 )当登录方式为客户端应用程序方式时,通知消息用于通知座席通过启 动座席应用程序接入呼叫中心***。 送的过程出现故障, 导致无法正常接入***以提供服务, 因此, 为了避免因 上述原因导致用户无法获取到座席服务的问题, 在一个优选实施方式中, 在 步骤 S106之后, 上述方法还包括:
S1 : 判断在预定时间内座席是否已经通过移动终端接入呼叫中心***;
S2: 如果在预定时间内未接入, 则为请求获取座席服务的消息重新选择 一个座席。
对于上述的各个优选实施方式, 实现座席的选择以及通知消息的发送的 都可以是呼叫中心***中的 CTI, 例如, CTI向座席所对应的移动终端发送 通知消息。
在本实施例中还提供了一种移动座席呼叫的分配装置, 该装置用于实现 上述实施例及优选实施方式, 已经进行过说明的不再赘述。如以下所使用的, 术语 "单元" 或者 "模块" 可以实现预定功能的软件和 /或硬件的组合。 尽管 以下实施例所描述的装置较佳地以软件来实现, 但是硬件, 或者软件和硬件 的组合的实现也是可能并被构想的。
图 3是根据本发明实施例的移动座席呼叫的分配装置的一种可选结构框 图, 如图 3所示, 包括: 接收单元 302和发送单元 304, 下面对该结构进行 说明。
接收单元 302设置成: 接收用于请求获取座席服务的消息;
发送单元 304, 与接收单元 302耦合, 设置成: 向座席所对应的移动终 端发送通知消息, 其中, 通知消息用于通知座席通过移动终端接入呼叫中心 ***以提供座席服务。
在一个可选实施方式中, 如图 4所示, 上述装置还可以包括: 选择单元
402, 选择单元 402与接收单元 302和发送单元 304耦合,设置成: 在接收用 于请求获取座席服务的消息之后, 从在线和非在线座席中选择一个座席作为 提供座席服务的座席。
可选地, 选择单元 402还设置成: 根据座席技能和 /或终端上下文信息从 非在线座席中选择一个座席作为提供座席服务的座席。
在一个可选实施方式中, 如图 5所示, 上述发送单元 304包括确定模块 502和发送模块 504, 其中:
确定模块 502设置成: 根据座席对应的座席 ID确定移动终端的服务号 码, 其中, 座席 ID与服务号码是——对应的关系;
发送模块 504, 与确定模块 502耦合设置成: 通过服务号码向移动终端 发送通知消息。
本实施例还提供了一种可选的实施例来进一步对本发明进行解释, 但是 值得注意的是, 该可选实施例只是为了更好的描述本发明, 并不构成对本发 明不当的限定。
如图 6所示是根据本发明实例的包括移动座席***的呼叫中心***的架 构图。如图 6所示, 该呼叫中心***包括: 呼叫会话控制功能(CSCF )实体、 应用服务器 (AS, Application Server ) 、 计算机电话集成(CTI, Computer Telecommunication Integration )服务器、 通讯网关、 媒体服务器、 Web服务 器以及移动终端。 下面对上述各个组成实体进行具体的描述。
服务呼叫会话控制功能( S-CSCF ) , CSCF定义了 3种 CSCF, 分别是: 代理 CSCF ( P-CSCF ) 、 查询 CSCF ( I-CSCF ) 以及服务 CSCF ( S-CSCF ) 。 在用户终端发起服务请求时, P-CSCF 是第一个联系节点, 它对收到的请求 和服务进行处理或转发。 I-CSCF可以充当网络所有用户的连接点, 也可以用 作当前网络服务区内漫游用户的服务接入点。 S-CSCF 执行会话控制功能, 它可以根据网络运营商的需要, 维持会话状态信息。 S-CSCF通过 ISC接口 与 AS相连。
AS, 是呼叫中心***的核心控制点, 设置成: 接收 S-CSCF的呼叫, 其 主要功能包括: 呼叫接入、 会话管理、 呼叫控制、 资源控制、 以及自动流程
控制等, 一般还具有自动交互式语音应答(IVR ) 功能。
CTI服务器, 负责座席管理和进行呼叫路由排队。 CTI服务器接收应用 服务器(AS ) 自动服务转人工服务的呼叫, 选择空闲的座席, 并将呼叫分配 给该座席, 如无空闲的座席, 则将呼叫放入队列中等待分配座席。 在支持移 动座席的呼叫中心***中, 空闲座席主要包括两种:在线座席和非在线座席, 其中, 在线座席是已登录呼叫中心***, 实时等待分配呼叫的座席; 非在线 座席是注册到呼叫中心***, 但当前未登录到呼叫中心***的座席。 CTI分 配呼叫时根据呼叫类别查找座席, 优先选择在线座席, 在没有在线座席的时 候再选择非在线座席。
通讯网关,负责呼叫中心***与移动座席以及通知***之间消息的交互。 通信网关分别与移动终端的移动座席、 CTI服务器以及应用服务器(AS )建 立 TCP连接, 用以完成移动座席与 CTI服务器和应用服务器(AS )之间消 息的交互。 与通知***连接, 完成 CTI服务器向移动终端发送通知消息。 通 讯网关也实现消息交互过程的协议转换和源地址与目标地址之间的转换。
媒体服务器(MS ) , 提供了特定的媒体资源服务, 如多方会议、 录音、 通告以及语音识别等功能。 MS接受 AS的控制来完成媒体资源的分配、处理 和播放等操作。 媒体服务器可利用核心网的媒体资源或呼叫中心自配的媒体 资源。
移动终端,运行移动座席, 包括基于 Web方式的座席和基于客户端应用 程序的座席, 用于完成各种呼叫的相关操作, 为业务代表提供用户界面, 例 如: 应答呼叫或者发起外呼。
通知***, 通知***可以是短消息***, 或 AOI (永远在线基础架构), 负责实时接收 CTI的通知消息, 并转发到移动终端。 通知***分别与 CTI、 移动终端建立连接, 可以提供基于短信中心, 或者 AOI等不同的接口方式。
对于 AOI方式, 移动终端将运行 AOI客户端, 实时接收 AOI服务器发 来的消息, 由 AOI客户端确定是否启动座席应用程序。
基于上述的呼叫中心***, 本实施例还提供了一种可选地实现移动座席 的方法, 首先移动坐席服务人员进行注册, 主要包括以下步骤:
步骤 SI : 移动座席服务人员登录呼叫中心门户, 进行移动座席注册。 其 中, 注册的信息主要包括: 服务号码(例如可以是手机号等), 技能(例如, 法律咨询、 食品咨询等) , 姓名、 身份证(包含护照等唯一证件)等信息, 座席方式(Web座席, 客户端应用程序, 可选地, 默认为 Web座席) , 登 录密码, 其中, 可以设定服务号码、 技能、 身份证、 座席方式及登录密码是 必填。
步骤 S2: 注册后, 呼叫中心***分配座席 ID, 以及生成二次确认码, 呼叫中心***将二次确认 URL地址和二次确认码通过通知消息发送到移动 终端, 移动终端打开二次确认 URL地址, 并输入二次确认码,从而呼叫中心 ***完成座席 ID和服务号码的绑定。
在上述步骤 S2 中, 如果移动座席是基于客户端应用程序的座席方式, 则在注册后呼叫中心***分配座席 ID, 呼叫中心***将座席 ID通过通知消 息发送到移动终端, 移动终端在收到通知消息后, 服务代表启动移动座席应 用程序, 并输入密码, 移动座席应用程序将服务代表输入的密码以及获取的 移动终端服务号码发给 CTI, CTI根据预先设置的服务号码、 密码进行匹配, 如果全部匹配, 则呼叫中心***完成座席 ID和月良务号码的绑定。
图 7是根据本发明实施例的实现移动座席呼叫分配的方法的流程图。 如 图 7所示, 该实现移动座席呼叫分配的方法主要包括以下步骤:
步骤 S702: 用户发起呼叫 (例如: 语音、 视频或者数据) , 用以请求人 工服务。
步骤 S704: AS向 CTI发起呼叫排队请求, 其中, 呼叫请求中携带有呼 叫 ID以及业务类型等信息。
步骤 S706: CTI在收到排队请求消息后, 根据呼叫携带的业务类型与座 席技能进行匹配, 选择合适的座席组, 优先选择已登录的在线空闲座席, 如 果没有在线座席再选择没登录的非在线座席, 并根据座席的上下文信息选择 合适的非在线座席, 其中, 上下文信息包括移动终端状态信息, 例如: 空闲、 忙、 关机、 以及不在服务区等状态。
步骤 S708: CTI在确定选择的移动座席后, CTI向选择的移动座席发送 通知消息, 可选地, 可以设置等待时长。 可选地, 如果移动座席在 CTI设定
等待时长内未完成登录, CTI则继续选择下一个合适的座席。
在步骤 S708中,如果选择的座席代表对应的座席方式是基于 WEB方式 的, 则 CTI将移动座席 URL通过通知消息方式发送到移动终端, 并设置等 待时长。
如果选择的座席代表对应的是基于客户端应用程序的, 则 CTI将通知消 息发送到移动终端, 并设置等待时长。
步骤 S710: 移动终端收在收到通知消息后,接入呼叫中心***以提供座 席服务。 具体的, 移动座席程序启动后, 与通信网关建立连接, 并通过通信 网关与 CTI、 AS交互完成初始化, CTI根据服务号码查询座席队列和呼叫队 列获取座席 ID和呼叫 ID , 并返回给座席。
在步骤 S710中, 如果是基于 WEB方式的, 则服务代表打开座席 URL, 启动移动座席程序, 座席在移动终端获取移动终端的服务号码, 完成座席的 登录, 应答用户呼叫, 并获取呼叫 ID , 根据呼叫 ID获取用户信息。
如果是基于客户端应用程序方式的, 移动终端收到通知消息, 服务代表 启动移动座席应用程序, 获取移动终端的服务号码, 完成座席的登录, 应答 用户呼叫, 并获取呼叫 ID , 根据呼叫 ID获取用户信息。
可选地, 如果为了防止座席误登录, 可以在服务代表登录时设置输入密 码。是否需要输入密码可在门户注册时或后续进行配置, CTI发送 URL时包 含是否输入密码的配置项。 或者是在基于客户端应用程序的方式中, 在服务 代表启动客户端应用程序进行登录时输入密码, 是否需要输入密码可在本地 配置。
从以上的描述中,可以看出,上述可选的实施方式实现了如下技术效果: 解决了移动座席呼叫分配的问题, 使移动座席代表能提供有请求即服务的工 作模式, 节约了座席代表的时间, 这样更易于使用和推广, 有利于***选择 专家座席或扩展业务代表范围来服务用户, 有效提高了***的用户满意度。
在另外一个实施例中, 还提供了一种软件, 该软件用于执行上述实施例 及可选实施方式中描述的技术方案。
在另外一个实施例中, 还提供了一种存储介质, 该存储介质中存储有上
述软件, 该存储介质包括但不限于: 光盘、 软盘、 硬盘、 可擦写存储器等。 从以上的描述中, 可以看出, 本发明实现了如下技术效果:
在接收到座席服务的消息之后, 响应于该消息确定为该消息提供座席服 务的非在线的座席代表, 并向该非在线座席代表对应的移动终端发送通知消 息以通知该座席代表接入呼叫中心***提供座席服务。 通过上述方式解决了 相关技术中对于不是实时在线的移动座席难以对座席服务请求进行实时处理 的技术问题, 达到了提高对座席服务请求的及时处理, 以及座席分配的灵活 性的技术效果。
显然, 本领域的技术人员应该明白, 上述的本发明的各模块或各步骤可 以用通用的计算装置来实现, 它们可以集中在单个的计算装置上, 或者分布 在多个计算装置所组成的网络上, 可选地, 它们可以用计算装置可执行的程 序代码来实现, 从而, 可以将它们存储在存储装置中由计算装置来执行, 并 且在某些情况下, 可以以不同于此处的顺序执行所示出或描述的步骤, 或者 将它们分别制作成各个集成电路模块, 或者将它们中的多个模块或步骤制作 成单个集成电路模块来实现。 这样, 本发明不限制于任何特定的硬件和软件 结合。
以上所述仅为本发明的优选实施例而已, 并不用于限制本发明, 对于本 领域的技术人员来说, 本发明可以有各种更改和变化。 凡在本发明的精神和 原则之内, 所作的任何修改、 等同替换、 改进等, 均应包含在本发明的保护 范围之内。
工业实用性
在上述技术方案中, 在接收到座席服务的消息之后, 响应于该消息确定 为该消息提供座席服务的非在线的座席代表, 并向该非在线座席代表对应的 移动终端发送通知消息以通知该座席代表接入呼叫中心***提供座席服务。 通过上述方式解决了相关技术中对于不是实时在线的移动座席难以对座席服 务请求进行实时处理的技术问题, 达到了提高对座席服务请求的及时处理, 以及座席分配的灵活性的技术效果。
Claims
1、 一种移动座席呼叫的分配方法, 包括:
接收用于请求获取座席服务的消息;
确定不存在空闲的具有服务所述呼叫技能的在线座席后, 从非在线座席 中选择一个座席作为提供所述座席服务的座席;
向选择的座席所对应的移动终端发送通知消息, 其中, 所述通知消息用 于通知所述座席通过所述移动终端接入呼叫中心***以提供所述座席服务。
2、根据权利要求 1所述的分配方法, 其中,从非在线座席中选择一个座 席作为提供所述座席服务的座席的步骤包括:
根据座席技能和终端上下文信息从所述非在线座席中选择一个座席作为 提供所述座席服务的座席。
3、根据权利要求 1或 2所述的分配方法, 其中, 向选择的座席所对应的 移动终端发送通知消息的步骤包括:
根据所述座席对应的座席 ID确定所述移动终端的服务号码, 其中, 所 述座席 ID与所述服务号码是——对应的关系;
通过所述服务号码向所述移动终端发送通知消息。
4、 根据权利要求 3所述的分配方法, 其中, 所述座席 ID与所述服务号 码是在所述呼叫中心***对所述座席进行注册的过程中绑定的。
5、 根据权利要求 1 所述的分配方法, 其中, 所述向选择的座席所对应 的移动终端发送通知消息的步骤包括:
确定所述座席的登录方式;
向所述移动终端发送对应于该登录方式的通知消息。
6、 根据权利要求 5所述的分配方法, 其中, 所述登录方式包括: WEB 方式和 /或客户端应用程序方式。
7、 根据权利要求 6所述的分配方法, 其中, 当所述登录方式为 WEB方 式时,所述通知消息中携带有座席 URL,用于通知所述座席通过该座席 URL 所指示的地址启动座席接入所述呼叫中心***。
8、根据权利要求 6所述的分配方法, 其中, 当所述登录方式为客户端应 用程序方式时, 所述通知消息用于通知所述座席通过启动座席应用程序接入 所述呼叫中心***。
9、根据权利要求 1至 8中任一项所述的分配方法, 其中, 向选择的座席 所对应的移动终端发送通知消息的步骤包括:
所述呼叫中心***中的 CTI向座席所对应的移动终端发送通知消息。
10、 一种移动座席呼叫的分配装置, 包括接收单元、 选择单元及发送单 元, 其中:
所述接收单元设置成: 接收用于请求获取座席服务的消息;
所述选择单元设置成: 在确定不存在空闲的具有服务所述呼叫技能的在 线座席后,从非在线座席代表中选择一个座席作为提供所述座席服务的座席; 所述发送单元设置成: 向选择的座席所对应的移动终端发送通知消息, 其中, 所述通知消息用于通知所述座席通过所述移动终端接入呼叫中心*** 以提供所述座席服务。
11、 根据权利要求 10所述的分配装置, 其中, 所述选择单元还设置成: 根据座席技能和 /或终端上下文信息从所述非在线座席中选择一个座席 作为提供所述座席服务的座席。
12、 根据权利要求 10或 11所述的分配装置, 其中, 所述发送单元包括 确定模块和发送模块, 其中:
所述确定模块设置成: 根据所述座席对应的座席 ID确定所述移动终端 的服务号码, 其中, 所述座席 ID与所述服务号码是——对应的关系;
所述发送模块设置成:通过所述服务号码向所述移动终端发送通知消息。
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CN106791225A (zh) * | 2017-03-23 | 2017-05-31 | 国家电网公司客户服务中心 | 一种告警方法和装置 |
CN108737668A (zh) | 2017-04-24 | 2018-11-02 | 北京京东尚科信息技术有限公司 | 一种立即回电的外呼方法和装置 |
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CN110121009A (zh) * | 2018-02-06 | 2019-08-13 | 北京京东尚科信息技术有限公司 | 一种分布式技能配置的方法和装置 |
CN109257511A (zh) * | 2018-09-27 | 2019-01-22 | 中国银行股份有限公司 | 一种基于移动坐席的交易处理方法及*** |
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CN110381147B (zh) * | 2019-07-23 | 2021-12-17 | 携程旅游信息技术(上海)有限公司 | 呼叫中心中人工座席的操作***及操作方法 |
CN111756938A (zh) * | 2020-07-01 | 2020-10-09 | 蒋芳 | 一种呼叫中心电话智能分析监控方法和*** |
CN112671723B (zh) * | 2020-12-11 | 2021-12-28 | 慧捷(上海)科技股份有限公司 | 呼叫控制***、方法及计算机可读介质 |
CN112866494B (zh) * | 2020-12-16 | 2023-01-24 | 华人运通(上海)云计算科技有限公司 | 一种车辆智能客服协作***及方法 |
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